Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Defining configurations for BMC HelixGPT

BMC HelixGPT is a generative artificial intelligence-based service that uses large language models (LLM) to analyze text and retrieve answers. The generative AI capabilities of BMC HelixGPT are used in BMC Helix Business Workflows in the following ways:

  • Summarize cases and answer case-related queries in Ask HelixGPT.
  • Receive summarized answers from knowledge articles in Global Search.
  • Automatically respond to incoming emails from which cases are created.
  • Automatically resolve the cases that are created from incoming emails.

To use the BMC HelixGPT capabilities in BMC Helix Business Workflows, a case business analyst must enable the BMC HelixGPT features in BMC Helix Business Workflows for a line of business.

Related topics

BMC-HelixGPT-in-BMC-Helix-Business-Workflows

Configuring-BMC-HelixGPT-for-BMC-Helix-Business-Workflows

Before you begin

Make sure that your administrator has enabled BMC HelixGPT for your organization by adding the Assistant URL in Mid Tier. 

Out-of-the-box configurations for BMC HelixGPT

Every BMC HelixGPT feature has a corresponding skill configuration that is provided out of the box. As a case business analyst, you can create a copy of the out-of-the-box skill configuration and modify it to suit your business requirements. Learn more about skill configurations in Configuring-mappings-for-skill-configurations.

The following table lists the out-of-the-box configurations to use BMC HelixGPT in BMC Helix Business Workflows:

Configuration name

Description

Skill configuration

Reference

Ask HelixGPT

Ask queries in Ask HelixGPT to get responses from BMC HelixGPT from relevant knowledge articles.

Case conversation

Get a summary of a case as Case Insights in Ask HelixGPT.

Case summarization

Get a summary of an incoming email for BMC HelixGPT to automatically respond to the email.

Email question summary

HelixGPT for Global Search

Ask queries and get answers from relevant knowledge articles in Global Search.

Global Search chat

Automated response to emails

Send automated responses to incoming emails from which cases are created.

Case auto-reply

KNOWLEDGE_ARTICLE_TRANSLATION

Translate knowledge articles by using BMC HelixGPT.

Knowledge article translation


 

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